Car Warranty from Car Giant not paying out.

magpiecottage

Interesting that they refer to a "Policy Summary". That suggests it is indeed an insurance policy. You also say that you paid a premium of £700 for it.

My suggestion is that you ring 0800 023 4567 from a landline or from a GiffGaff mobile (calls to 0800 are free through GiffGaff) or 0300 123 9 123 (to use up inclusive minutes if you are on a different mobile network).

Explain your problem to the person you speak to and ask them if they can help you to take a complaint against both Motorway Direct (which is responsible for AA Warranty and CarGiant who sold the policy. Say that as far as you are aware, the "throttle body" is a component of the engine so you think it should be covered by the policy even though that may be a specific name for the component used by Mercedes (I do not think my Mazda has a component of that name but presumably has an equivalent).

Say that AA Warranty say there is no policy in existence and that it is simply a guarantee provided by CarGiant.

So either the AA/Motorway Direct are not telling the truth and an insurance policy DOES exist or CarGiant took a premium off you but failed to arrange the cover.

They can, if you ask, type up the form (or forms) online and post them to you for completion and return. If you take that route, sign and date the form(s), take copies and return them with copies of the responses from both the AA and CarGiant.

There is no guarantee that this will result in a favourable outcome for you but it should only cost you 53 pence for a stamp. Later on you should be able to e-mail the adjudicator dealing with it.

What will then happen is an adjudicator will consider the complaint. If they are satisfied that it should be investigated they will consider it and issue a view on whether or not it should be upheld.

Hopefully, it will be in your favour and one of other of Motorway Direct and CarGiant will agree to cough up.

If so, then the matter can be settled at that stage. If any of the three parties involved disagree (you, Motorway Direct or CarGiant) they can ask the Ombudsman to issue a decision on the matter. Once the Ombudsman makes a decision you will have one month to get a response back. That is generally strictly enforced so if you get an Ombudsman's decision in your favour, make sure you sign the acceptance making clear that you accept it (I have known a complaintant to neglect to do this and the firm to avoid honouring it on that basis). If it gets that far, sign and date it before responding taking a copy then post the original and e-mail or fax the copy back to FOS.

There should be somebody at FOS this afternoon and on Friday but I suspect on on New Year's Day.

Amish1

Hi magpiecottage,

Thank you for your help above.

I have got in contact with the Financial Ombudsman today and they are going to write a complaint to Car Giant.

roonaldo

Amish1 wrote: »

Hi magpiecottage,

Thank you for your help above.

I have got in contact with the Financial Ombudsman today and they are going to write a complaint to Car Giant.

Waste of time. They are not responsible for a failed claim. I'm not entirely conviced this comes under mis-selling either. Your goal is the claim to pay out isnt it??

This is a regulated insurance so not sure why you have been told different.

You need to complain to AA directly. Quote below from the Key Facts Illustration -

Complaints about a claim under this insurance





In the first instance, please contact our Claims Manager either by telephone on

08454 74 74 04, or by e-mail to [EMAIL="claims@AAwarranty.co.uk"]claims@AAwarranty.co.uk[/EMAIL]. Alternatively write to us at AA

Warranty, 1 Waterside Court, Bold Street, Sheffield, S9 2LR.

magpiecottage

I agree with Roonaldo.

It seems to me that Car Giant has failed to deal with the complaint properly as it this is really about whether the policy ought to have paid out. They should have referred it onto the insurer.

On the other hand, the AA's argument that no policy existed is very difficult to defend.

On the other hand, the OP has contacted FOS so at least the clock has been stopped within the six months.

Amish1

Hi guys,

Just an update on the situation with involving the Financial Ombudsman. Car Giant have called me to pay back the money they took for the warranty and return will cancel the policy if we take the money.

I have agreed on taking the money and cancelling the policy as I'm looking to sell the car in a month or 2.

So magpiecottage, I would like to thank you for helping me on this issue.